Merchant Success Manager, Restaurants

As a Merchant Success Manager at DoorDash, your responsibilities include enhancing merchant engagement, conducting quarterly business reviews, advising on promotional strategies, and maximizing satisfaction and retention for your accounts. You will work closely with restaurant owners to set goals and track their success.

To qualify for the Merchant Success Manager role at DoorDash, you need 1+ years of experience in client-facing sales roles, proficiency with CRM tools like Salesforce, and intermediate skills in Google Sheets or Microsoft Excel. Empathy and adaptability to customer needs are essential.

A Merchant Success Manager at DoorDash supports restaurant partners by regularly communicating with them to monitor their goals, providing strategic insights to optimize revenue, and ensuring their satisfaction with DoorDash services. Your role will help foster a successful long-term partnership.

The work environment for a Merchant Success Manager at DoorDash is hybrid, combining remote work with some in-office time. You'll engage directly with restaurant owners while collaborating with internal teams, creating a dynamic atmosphere that encourages both individual growth and teamwork.

DoorDash offers a comprehensive benefits package for Merchant Success Managers, including premium healthcare, wellness reimbursement, paid parental leave, and more. The company is committed to supporting employee happiness and well-being.

Building relationships with restaurant partners requires active listening, empathy, and regular communication. Start by learning their unique challenges and objectives, and then tailor your support to meet their needs. Showing genuine interest will help create lasting partnerships.

To reduce churn, identify at-risk accounts through key metrics, maintain frequent communication, and proactively address any concerns. Implement targeted promotions or recommendations based on merchants’ specific goals to improve their satisfaction and keep them engaged.

When upselling, it's essential to understand the client’s needs. For instance, I analyzed a client’s sales data and identified a marketing opportunity. By presenting a tailored strategy highlighting potential revenue increases, I effectively convinced them to invest in additional marketing services.

To monitor a merchant's performance, I would leverage CRM tools like Salesforce to track KPIs and use Google Sheets for detailed analysis. Regular check-ins and reporting on performance metrics would ensure we stay aligned with their goals.

Preparing for a business review involves gathering data on the merchant’s performance, identifying successes, and areas for improvement. During the review, I would present insights, discuss their goals, and create a collaborative plan for optimizing their DoorDash partnership.

I have a solid foundation in client-facing roles, a passion for helping small businesses succeed, and the analytical skills to drive performance. Additionally, my ability to adapt to different merchant needs aligns perfectly with the DoorDash mission.

In a challenging situation, I’d first listen to their concerns without interruption. Acknowledging their feelings is crucial. Then, I would collaborate to identify solutions and follow up to ensure resolution, demonstrating that their satisfaction is my top priority.

I have extensive experience with Salesforce, using it to track client interactions, analyze data, and manage accounts effectively. I am proficient in extracting insights that help drive strategic recommendations for merchants.

Successful merchant engagement hinges on consistent communication, understanding their business goals, and providing tailored solutions that address their unique challenges. Building trust and demonstrating value will foster long-term relationships.

I would prioritize my accounts based on their growth potential and current performance. By analyzing their needs, revenue goals, and engagement levels, I can allocate my time and resources effectively to maximize their success with DoorDash.